IT Operations and user Support Specialist

Job Description

Ververica GmbH seeks a skilled and proactive IT Operations and user Support Specialist to join our dynamic IT Operations team. In this role, you will be the primary point of contact for internal user support, administer critical business tools, automate and streamline IT Operations activities and ensure security. You will collaborate closely with the IT Security Team to design and implement IT Operations processes that align with our company’s security objectives and compliance requirements.Key Responsibilities

1. Internal User Support
• Serve as the first point of contact for all IT-related inquiries and technical issues for internal users.
• Provide timely support and troubleshooting for managed cloud-based services.
• Maintain and update knowledge base articles, FAQs, and self-help resources to empower end-users.
2. Platform Administration (Google Workspace, Jira, Confluence, Zapier)
• Google Workspace: Manage user accounts, permissions, groups, and security settings; optimize collaboration tools and maintain best practices.
• Jira & Confluence: Configure projects, workflows, and permissions; create and maintain documentation spaces; troubleshoot issues and manage upgrades.
• Zapier: Develop and maintain integrations between systems; automate repetitive tasks and streamline internal workflows.
3. Endpoint Security & Mobile Device Management (MDM)
• Implement and maintain endpoint security measures by leveraging the Zero trust approach.
• Manage mobile devices through MDM solutions to ensure data protection, policy compliance, and secure access.
4. IT Asset Management
• Maintain an accurate inventory of IT assets.
• Track asset lifecycles, conduct regular reviews, and enforce compliance with asset management policies.
5. Service Desk Functions
• Monitor and manage incoming tickets, service requests, and change management activities via an IT service desk platform.
• Ensure adherence to service level agreements (SLAs) and provide exceptional customer service to all users.
• Work with the broader IT team to escalate and resolve complex issues promptly.
6. Access Control & Identity Management
• Support and improve user onboarding, offboarding, and permission provisioning.
• Review and approve access requests, ensuring timely and compliant implementation of changes.
7. IT Operations Process Design & Security Alignment
• Collaborate with the IT Security Team to design, tailor, and implement IT Operations processes automation that meet security best practices.
• Ensure that operational workflows and policies support broader security objectives and compliance mandates.
8. Continuous Improvement
• Assess and refine existing IT Operations processes, seeking opportunities for optimization, scalability, and cost-effectiveness.
• Proactively recommend and implement tools, automation (via Zapier or similar), and best practices to enhance operational efficiency.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven experience in IT Operations, user support, and endpoint security in a corporate environment.

• Technical Proficiency

• Proficient in Google Workspace administration (user management, security policies).
• Hands-on experience with Jira and Confluence administration (workflows, permissions, documentation).
• Familiarity with Zapier or similar automation tools (creating and maintaining integrations).
• Knowledge of MDM solutions and best practices for securing endpoints.
• Experience with IT asset management and service desk functions (incident, request, and change management).
• Strong understanding of access control and identity management processes (onboarding, offboarding).

• Soft Skills

• Excellent communication and interpersonal skills, including the ability to provide clear technical guidance to non-technical users.
• Strong problem-solving abilities and a proactive, detail-oriented approach.
• Organizational skills for managing multiple concurrent tasks and projects.

• Preferred/Additional Skills

• Relevant certifications (e.g., CompTIA A+, ITIL, or similar).
• Familiarity with scripting languages (e.g., Python, Bash) to automate tasks is a plus.
• Knowledge of IT security frameworks and compliance standards.

Benefits

At Ververica, you will be part of a dynamic and innovative team at the forefront of real-time data processing technology. We offer a creative and collaborative work environment where your ideas and contributions will shape the future of our brand and its presence in the industry. If you are passionate about streaming data, software development and want to make a significant impact at a leading tech company, we'd love to hear from you.